USULAN PERBAIKAN KUALITAS PELAYANAN PADA HOTEL BERBINTANG EMPAT DENGAN METODE SERVQUAL DAN QFD (Studi kasus di Patra Semarang Convention Hotel)

Chandra Putra Buana, Arief (2011) USULAN PERBAIKAN KUALITAS PELAYANAN PADA HOTEL BERBINTANG EMPAT DENGAN METODE SERVQUAL DAN QFD (Studi kasus di Patra Semarang Convention Hotel). Undergraduate thesis, Diponegoro University.

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Abstract

ABSTRAK Patra Semarang Convention Hotel merupakan Hotel berbintang 5, tapi karena banyak persaingan yang terjadi, pihak manajemen hotel tidak dapat mempertahankan kualitas pelayanan yang diberikan. Mulai bermunculan keluhan pelanggan mengenai kualitas pelayanan yang diberikan oleh pihak hotel, dan saat dilakukan sertifikasi pada Patra Semarang Convention Hotel ternyata sudah tidak memenuhi kriteria untuk menjadi bintang 5 lagi, melainkan menjadi hotel berbintang 4 hingga sekarang. Penelitian ini bertujuan untuk mengetahui kesenjangan yang terjadi. Kesenjangan yang di ukur dalam penelitian ini adalah kesenjangan antara ekspektasi pelanggan dilihat dari sudut pandang pihak manajemen dan karyawan dengan harapan pelanggan yang sebenarnya (Gap 1), kesenjangan antara pandangan manajemen dengan spesifikasi kualitas pelayanan (Gap 2), kesenjangan antara spesifikasi kualitas jasa dan penyampaian jasa (Gap 3), kesenjangan antara penyajian pelayanan dan komunikasi eksternal (Gap 4), dan kesenjangan antara persepsi pelanggan dan ekspektasi pelanggan (Gap 5). Penyebaran kuesioner terhadap pihak manajemen dan pelanggan dilakukan dengan menggunakan Metode Servqual terhadap lima dimensi kualitas jasa yaitu Tangible, Reliability, Responsiveness, Assurance dan Emphaty. Hasil perhitungan Servqual di integrasikan ke importance performance matrix, kemudian dalam pemetannya yang menjadi rekomendasi perbaikan menggunakan QFD yang berada di kuadran 1. Kesenjangan terjadi pada pelayanan informasi mudah di akses , pegawai dan karyawan selalu memberikan informasi terbaru kepada konsumen, kondisi hotel bersih dan nyaman, lapangan Parkir yang memadahi, tersedianya air yang cukup dan bersih, pakaian pegawai dan karyawan rapi, kecepatan pegawai dan karyawan dalam menanggapi keluhan konsumen, petugas kamar melayani dengan cepat, dan parkir kendaraan yang aman. Usulan perbaikan dari pihak eksternal yaitu menambah karyawan, akses dalam pelayanan informasi melalui internet dapat diakses 24 jam dan lancar. menambah sistem keamanan agar dalam memarkir kendaraan bias lebih aman karena area hotel yang luas, perbaikan kualitas air, melakukan renovasi bangunan yang sudah kurang layak, memanfaatkan lahan yang ada. Usulan perbaikan dari pihak internal yaitu mengadakan brifing rutin, menambah alat filtrasi atau penyaringan air agar lebih bersih dan jernih, menambah pos penjagaan pada area-area tertentu agar penjagaan lebih aman, memberikan seragam yang variatif dan mengikuti mode saat ini, menambah karyawan untuk tiap divisi, pemanfaatan papan informasi. ABSTRACT Patra Semarang Convention Hotel is one of the four-star hotel located in Semarang that provides lodging, food, beverages, and other services, and also must always be concerned about their quality, especially in terms of quality of service and facilities provided so consumers get the satisfaction of the quality ministry. Formerly Patra Semarang Convention Hotel is a five star hotel, but because a lot of competition going on, the hotel management can not maintain the quality of services provided. Began popping up customer complaints about the quality of services provided by the hotel, and when done certification in Patra Semarang Convention Hotel apparently has not met the criteria to become a five star anymore, but a four-star hotels today. This study aimed to identify gaps that occur. Gap in the measure in this study is the gap between customer expectations seen from the viewpoint of the management team and employees with actual customer expectations (Gap 1), the gap between the views of management with service quality specifications (Gap 2), the gap between service quality specifications and delivery services (Gap 3), the gap between the presentation of services and external communication (Gap 4), and the gap between customer perceptions and customer expectations (Gap 5). Dissemination of questionnaires to the management team and customer is done by using methods on the five SERVQUAL dimensions of service quality are Tangible, Reliability, Responsiveness, Assurance and Emphaty. The calculation result Servqual be integrated into the importance of performance matrix, then in pemetannya the recommendations for improvement using QFD in the first quadrant. The gap occurs in easily accessible information services, employers and employees always provide updated information to the consumer, the conditions are clean and comfortable hotel, parking field which memadahi, availability of adequate water and clean, neat clothes officers and employees, officers and employees of speed in responding to complaintsconsumers, staff room with a quick serve, and safe parking.Proposed improvements from external parties are adding employees, access to information services over the Internet can be accessed 24 hours and smoothly. add a security system that biases in the parked vehicle is safer because vast areas of hotel, water quality improvements, the renovation of buildings which are less feasible, utilize existing farm. Proposed improvement of internal party that is entered into a routine briefing, adding or filtering water filtration equipment to be more clean and crisp, adding a guard post on the specific areas to more secure custody, providing uniforms varied and fashionable today, adding employees for each division , the utilization of information boards.

Item Type:Thesis (Undergraduate)
Uncontrolled Keywords:Kata Kunci: Patra Semarang Convention Hotel, Kualitas pelayanan, Servqual, Importance Performance Matrix, Quality Function Deployment (QFD) Keywords: Patra Semarang Convention Hotel, Service Quality, Servqual, Importance Performance Matrix, Quality Function Deployment (QFD)
Subjects:T Technology > T Technology (General)
T Technology > TS Manufactures
Divisions:Faculty of Engineering > Department of Industrial Engineering
Faculty of Engineering > Department of Industrial Engineering
ID Code:33197
Deposited By:Admin teknik industri
Deposited On:08 Feb 2012 11:13
Last Modified:08 Feb 2012 11:13

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